Executive Support (L3) Team Leader in Coventry

We are currently seeking to recruit a Level 3 Team Leader at Stellantis to lead the Level 3 Customer Escalations team.

The Level 3 Team Leader will lead and develop the team responsible for managing complex, high-risk and reputationally sensitive customer cases, including CEO, Managing Director and other executive-level escalations. Working within an FCA-regulated environment, the role is crucial to ensuring customers receive fair, compliant and commercially balanced outcomes while maintaining the highest standards of customer care.

Key Responsibilities

• Lead, motivate and develop the Level 3 Customer Escalations team, ensuring high standards of performance, quality, productivity and customer service.
• Set clear expectations and monitor team performance against agreed KPIs, SLAs, quality and regulatory measures.
• Conduct regular 1-2-1s, coaching and performance reviews, identifying and addressing development and performance requirements.
• Provide day-to-day guidance and support to Level 3 Advisors, acting as an escalation point for complex or sensitive cases.
• Ensure all CEO, Managing Director and executive-level escalations are managed effectively, professionally and within required timescales.
• Personally manage or support the resolution of the most complex, high-risk and reputationally sensitive customer cases where required.
• Ensure all case handling complies with FCA regulations, DISP requirements, Consumer Duty principles and Stellantis policies and procedures.
• Ensure customer outcomes are fair, reasonable and appropriately supported by evidence and rationale.
• Oversee detailed investigations and root cause analysis, identifying process failures, recurring issues and potential systemic risks.
• Ensure appropriate use of goodwill, compensation and other discretionary budgets.
• Maintain strong oversight of aged, high-risk and executive cases, ensuring appropriate action is taken through to resolution.
• Build strong working relationships with senior stakeholders including Customer Care leadership, Legal, Compliance, Finance, Fleet and other Stellantis teams.
• Analyse customer, quality and operational data to identify trends, improve performance and proactively reduce repeat complaints and escalations.
• Support the implementation of corrective and preventative actions and contribute to continuous improvement across the Customer Escalations function.

About You

• Proven experience of managing and developing a team within a customer service, complaints, contact centre or operational environment.
• Experience working within a FCA-regulated environment and a strong understanding of FCA DISP and Consumer Duty.
• Demonstrable experience managing complex complaints and CEO, Managing Director or executive-level escalations.
• Strong automotive industry experience, ideally within an OEM, finance, dealership, customer care or aftersales environment.
• Experience managing performance against KPIs, SLAs and quality measures.
• Strong investigation, analytical and problem-solving skills with excellent attention to detail.
• Exceptional written and verbal communication skills.
• Ability to make balanced, objective and defensible decisions in high-pressure situations.
• Strong stakeholder management skills with the ability to influence and communicate effectively with senior stakeholders.
• Resilient, organised and able to manage multiple complex and sensitive cases.
• Experience with automotive finance or other regulated customer journeys would be desirable.
• Experience engaging with the Financial Ombudsman Service or Motor Ombudsman would be desirable.

Our Calex Core Values

We are looking for an individual who aligns with our company core values:

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collaborative & Inspiring
• Enjoyable & Rewarding
• Flexible & Adaptable
• Accountable & Reliable
• Healthy & Sustainable

To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.

Salary & Benefits: £32,000 dependant on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover.

Contract: Permanent / Full Time

Working Hours: Monday to Friday / 40 hours per week

Place of Work: Stellantis Head Office, Coventry

Pre-employment Checks: Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.

Employment: The successful candidate will be employed by Calex UK (www.calexuk.com).

Visa Sponsorship: Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.